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how to implement a non-standard Service Request in the Service Catalog

Hi all,Our customer would like to implement 2 types of non-standard Service Requests. They are generic and have generic fields.A couple of suggestions I have had already is to create a new table that extends Task ... or even create a new table that e...

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  • 6238 Views
  • 2 replies
  • 0 helpfuls

Trouble with surveys

Hello User Community,I have hit a crossroads and need some assistance. I am in the process of creating a survey that will be sent out after every incident is closed but I have run into a problem. The link that the users have to use to get to the surv...

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  • 1679 Views
  • 14 replies
  • 0 helpfuls

How do I update the "plural" attribute of a Table?

I have created new CI sub-classes. Some of the new classes have "labels" where the singular and plural name are the same, e.g. Test Equipment or Tower Equipment. Simalar challenges occure when plurals have "irregular" ending like Shelf->Shelves and F...

values vs labels

Hi, to differentiate our incidents, the itil users have to select a location (country) and a category (like hardware, software, ...), dependent of the location. So I created choice list items. I gave them a user-friendly label and a unique value. for...

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  • 1408 Views
  • 4 replies
  • 0 helpfuls

Variables - Write and Create role...

Hi,When ordering services, we want to pass some variables that are not to be filled by the requestor (i.e. the orderguide name or the requested_for, they are filled via the default value script on the variable). These values are available on the form...

rburgering by • Kilo Contributor
  • 1409 Views
  • 3 replies
  • 0 helpfuls

Unassigned Incidents

How are others processing the Unassigned tickets generated via email and Self Service? I want to ensure they don't stay Unassigned for too long, but because of our setup it is difficult to find an effective way of managing them. I'm thinking of auto-...

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  • 2218 Views
  • 4 replies
  • 0 helpfuls

Incident States

What is the best practice regarding the use of this field. I know about Registered, Assigned, Accepted, Resolved and Closed. What about Awaiting User Info, Rejected, In Progress, and Active? How are these best used? Are they necessary? What function ...

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  • 1242 Views
  • 3 replies
  • 0 helpfuls

How to update Number Field?

I have created a number field in an existing CI extension table. I went through and added a new category in the number maintenance module and I can get the numbering to work when I want to create a new CI in that table. The problem is that I have sev...

bhamm by • Kilo Explorer
  • 1272 Views
  • 1 replies
  • 0 helpfuls